Our Returns Policy
We understand that online shopping requires trust, which is why we've made our returns process simple and stress-free. Follow these steps for a hassle-free return experience.
Access Your Account
Look for the account icon in the top right corner and click to sign in. This gives you access to your order history and return options.
Sign In to Your Account
Enter the email address you used when making your purchase. For your security, we'll send you a one-time login code to verify your identity.
Locate Your Order
Once logged in, you'll see your order history. Find and select the order containing the item(s) you wish to return. Each order will show an image of the product, order number, and purchase date for easy reference.
Submit Your Return Request
Click the 'Request return' button and select your reason for return. Your feedback helps us improve our products, and we appreciate your honesty. Rest assured, we have a no-questions-asked return policy.
IMPORTANT: Need a collection from your address? You must request this at least 4 working days in advance. Please note your preferred collection date (Monday-Saturday) in the return request notes - this date must be at least 4 days from today to allow for processing. Without a collection request, we'll provide a standard drop-off return label.
Returns are Free: We understand finding your perfect fit is important. That's why we are offering FREE Returns! This helps ensure you get the right size in our brand.
Not sure about sizing? Visit our Sizing Guide to find your perfect fit and avoid unnecessary returns.
Once submitted, we'll review your request and send detailed return shipping instructions to your email within 24 hours.
Return Confirmation & Instructions
You'll receive an email with your return instructions within 24 hours. The process will be:
Standard Returns:
- Your email will include a shipping label and QR code
- You can either print the label or show the QR code at the drop-off point
- Pack your shoes in their original box
- Drop off at any location from our provided list
If You Requested Collection:
- We'll confirm your collection date by email
- Pack your shoes in their original box
- The courier will bring the shipping label when collecting
Once we receive your return, we'll process your refund within 3-5 business days.
Returns FAQs
My Order is wrong. What should I do?
While our packing team strives for perfection and mix-ups are rare, even the most attentive eyes can occasionally slip. Should something not be quite right with your order, we'll get it sorted quickly!Here's what to do:Email us at terraloom@terraloom.co.uk with: - Your order number - A brief description of what's different from what you expected - Photos of the items received (they help us fix things faster!)Our customer service team prides themselves on swift responses and simple solutions. If we've made a mistake, we'll arrange a free return and get the correct shoes on their way to you right away.Your satisfaction isn't just important to us - it's essential. We'll make sure your Terraloom experience ends with a smile, and those perfect shoes on your feet.
Do I need to pay for return?
Returns are completely free for all customers - we stand behind the quality and comfort of our premium Brazilian leather shoes.
Here's how it works:
If your shoes don't fit perfectly or meet your expectations, you can return them within 14 days
We cover all return shipping costs - simply request a return through our portal
We'll arrange collection from your location at a time that suits you
Your shoes must be unworn with original packaging and tags intact
We want you to shop with complete confidence, knowing you can try our shoes risk-free in the comfort of your home. Because we believe no woman should compromise on comfort to look her best.
For any questions about returns, our customer service team is here to help. Check our Size Guide for fitting advice to find your perfect Terraloom fit.
I entered the wrong address, what should I do?
Time is of the essence! If you spot an address error, contact us immediately at terraloom@terraloom.co.uk. We'll do our best to catch that package before it starts its journey to the wrong destination.Important: Once an order is placed, our system cannot cancel or modify it (even our tech wizards can't override this one). If the package has already been shipped to an incorrect address, we unfortunately cannot recover it.Tip: Save your correct address to your account for faster, error-free checkout next time. A minute double-checking your details can save hours of worry!
Can I exchange my shoes for a different size?
Absolutely! Think of it as shoe matchmaking - sometimes it takes a second date to find the perfect fit. Just start a return request, mention you'd like a size exchange, and we'll guide you through the process. Remember, your first size exchange is on us!
Does the item need to be in its original condition?
Yes, please! While we know it's tempting to strut around in your new Terraloom shoes, please try them on indoor surfaces only. They should be returned unworn, with all tags and packaging - just as fresh as when they arrived at your door.
How soon will I get my refund?
Once we receive your return and consider it eligible for refund, we'll process your refund within 24 hours. The time it takes to appear in your account depends on your bank.
What if I received the wrong item?
Oh dear! While our meticulous packaging team treats each order like a work of art (and mix-ups are rarer than a sunny day in London), if our shipping pixies have had a moment of confusion, we're on it! Contact us immediately with your order number and a photo of what you received. We'll send you a return label and get your correct shoes on their way faster than you can say "Terraloom"!
